The Customer Service Moments that made our 2018
As 2018 comes to a close, we’re looking back on the year and all the holidays and memories we’ve helped customers create.
It goes without saying that we love holidays – it’s written on our walls and it’s something that everyone from our Sales Team to our IT Team are passionate about. Every Clickie, be it directly or indirectly, helps our customers find the perfect holiday 362 days of the year.
In particular, our Sales and Holiday Support Team are on the phones and on email to our customers daily. Throughout the year, they are on the frontline when something goes wrong – from snow to cancelled flights – so they can make it right.
Our Holiday Support Team help customers before they travel, when they’re on holidays and when they come home from holiday. In our high season, they can receive up to 120 calls a day!
Our Sales Team, with their collective 100+ years worth of expert travel knowledge, help customers choose the perfect destination and answer any question, query or concern a customer may have. They know all of our accommodation and destinations inside out so you can rest assured that your holiday is in safe hands.
So, without further ado, these are our favourite customer service moments from 2018…
The Beast from East that wouldn’t cease
The country came to a standstill and briefly descended into chaos. It’s snow joke now, but, at the end of February, thousands of holidaymakers were affected by the joint Beast from the East and Storm Emma (this writer included!).
Irish airports closed for 2 days and only re-opened with a small number of flights. Our offices remained open and our Holiday Support Team and additional members of our team were here to help stranded, frustrated and anxious customers. On the first day, we answered over 200 calls and replied to over 100 emails. We helped get refunds, cancel accommodation, cancel transfers and rearrange holidays.
Here’s a taste of some of the feedback we received from clients….
“Firstly I would like to compliment Click and Go for the fast and efficient service we received when our flight to Lanzarote from Dublin was cancelled on 28th February due to the snow storm.
As soon as our flight was announced as cancelled, I received a phone call straight away asking if we wanted to go in a few days or if we wanted a refund. I agreed on a refund and I was so impressed with the service I booked a similar holiday with you to Lanzarote a few weeks later leaving Dublin on 26th March.”Maria K.
“Our first booking to Lanzarote was cancelled due to the snow blizzard and we were stranded in the Clayton Hotel in Dublin for 3 nights. On notification of our flight being cancelled, I rang Click&Go and spoke to a very helpful man (Kevin). He assured me that my money would years my and that I should rebook the entire trip.
Because my call was answered immediately and with courtesy, I decided I would book with Click&Go again. This I did and our trip to Playa Blanca where we stayed in Gran Castillo was excellent. The staff, food, accommodation and location was perfect.”Sharon F.
Snow happens whether you like it or not
As bad as the weather in Ireland was last spring, the
“Our flight had been cancelled to New York due to the bad snow over there and that same morning I received a call from Sharon Lynch at Click&Go who went above and beyond to help me and my wife get another flight.
We got a flight for 3 days later, which suited us both, and she ensured that we got another hotel as our original one wasn’t available those new dates. Sharon did all the dirty work and not once appeared unprofessional or not nice to speak with. We would definitely book again with Click&Go thanks to Sharon’s help!”Alan F.
Passports are always something that can cause last minute panic. They’re put into a drawer from holiday to holiday and expiry dates often sneak up on us. With the recent surge in passport applications, the time it takes to get a passport can be longer than expected, which Micelle M. can
“We had an issue with the kids’ passports not arriving on time for our booked holiday. Thomas in Click&Go couldn’t have been any more helpful and changed our hotel booking and flights to a week later. He kept in contact with us throughout the process and this all happened during the weekend. I would recommend Click&Go to anyone.”Michelle M.
The Holiday Experts
We pride ourselves on our expertise and our ability to create the best possible holiday for our customers. We know that a personal touch and an extra bit of personal holiday experience is appreciated by customers and helps them make an informed decision about their holidays. Don’t believe us? See how Orla and Kevin helped Erica and Nora find their next getaway…
“I’d like to commend Orla on the exemplary service she provided me with today on the phone in deciding on the perfect holiday for me and my partner and in booking the holiday. Orla gave fantastic insights into the resorts I was interested in which aided me in making my selection. The whole service was extremely professional from start to finish and I would (and have) highly recommended Click&Go to friends and family on the basis of the service your team provides.
Last year I dealt with a young eastern-European sounding guy, and he was similarly brilliant in providing excellent customer service and recommendations for Fuerteventura. I would like to say thank you to Orla and your team for the excellent service they provide and my partner.”Erica S.
“Kevin, I want to thank you most sincerely for recommending Lanzarote and the Vulcan Hotel for our break.
Firstly, we had amazing weather every day, I don’t know how you managed that! The flights were on time and very comfortable. The accommodation was very good, I would describe the hotel as “what you see is what you get”. The apartment was big and comfortable with a lovely balcony with sea views, added bonus! The pool was a quiet haven and so relaxed. The location was super, only 5 minutes to the beach, central to shops and restaurants, all round super spot!
I am so impressed with Click&Go and their wonderful service and staff, in particular, Kevin. You directed us towards the sun and that lovely accommodation and kept it inside our budget. GoNora T.
raibhmíle maith agat agusfíor bhuíochas Duit.”
When the unexpected happens
While we can all plan for bad weather, we can’t plan for bad news. Whether someone falls ill, has an accident or a bereavement, we’re here to listen and ease any stress or worries you have about your holiday booking.
“We were due to go on holidays tomorrow & yesterday we had a sudden family death so had to change some of our plans. I called your office & spoke to a lady called Lori Malesa. She immediately got involved to sorting things out & nothing was too much trouble for her. On behalf of my husband & myself, I would like to pass on our huge appreciation.”Bridget McN.
Service that results in a smile
Sometimes things don’t go as smoothly as intended with transfers or hotel rooms, but, like with Ruth T., we’re always a phone call or email away…
“I just wish to take the time to thank the customer service team at Click&Go. I had a problem with my transfers on a trip to Barcelona, I rang the office, the customer advisor told us to take a taxi.
The next day I received another email apologising for any convenience and telling me to take a return taxi to the airport and forward my receipts. I did this and received a full payment of €74.15 to my account.
This is a marvellous service! We will continue to use Click&Go and will encourage family and friends to also use your company as we have great confidence that you offer a good service at all stages of the trip.”Ruth T.
Showing our human side
Although we’re an online travel agency, we have a dedicated sales team at the other end of a phone to advise and help those who either have queries our website can’t answer or who aren’t technologically proficient.
“Last year was our first time for us to book a Cruise Holiday with your Company and we spoke to several members of your staff, but there was one girl who was so good in assisting us in our enquiries. I cannot remember the girl’s name but I remember telling her at the time that the company would close down if it was not for her and her commitment to people like us that are not always up to date with modern technology when booking holidays. Because of this girl’s assistance in the past that we returned to Click&Go.
Last Sunday, I talked to a lovely and most helpful girl, Christina, and she rang me back as she said she would and could not have been more helpful. She sorted out requests that my wife had regarding gluten-free meals in the hotel and other things that we wanted to know. We booked the holiday with her that evening.
staffof her calibre, your company is in safe hands and we will look to no other company when booking other foreign holidays.”
Putting minds at ease
We know that holidays are a big investment of both time and money so we want to do everything in our power to make your holiday as perfect as possible. Our Sales Team are at the end of the phone to answer any destination questions and our Holiday Support Team are there for your post-booking queries and concerns, for example, how Thomas helped Martin with his booking to get his newly-born son’s details updated and ensure the whole family were seated together on the flight…
“I can’t thank you enough for the hard work you have done for us – we really appreciate it. I can put my partner’s mind at ease now.
Hope you can enjoy the rest of your weekend.”Martin K.
Helping make lifelong memories
Our favourite thing about what we do is helping families, couples and friends create memories that they’ll be fondly looking back on for 5, 10 or 20+ years. We love to make what sometimes feels like the impossible possible, just like we did for Karen B. and her family…
I just want to thank Christina who found for my family a great holiday package at an affordable price. We are a family of 6 and for the past 2 years my children have been asking to go on holidays but it was just unreachable.
Christina has been very kind, very approachable and very professional over the phone. She got me the best deal for my family. I haven’t told my kids yet that we will be going on holidays soon… it will be a surprise! I plan to tell them the day we’ll be going – I can’t wait to see their faces! Thanks a million!Karen B.
That’s just a taste of how we help customers throughout the year. Our team do everything they can to make sure your holiday meets and exceeds your expectations!
If you’re thinking about your holidays for 2019, you can call our team 7 days a week on 01 539 7777 and they are more than happy to help you pick your perfect holiday.
Looking for some holiday inspiration? Check out Click&Go’s special offers here.